IT Operations Center Shift Supervisor

• Responsible for personnel-related matters for assigned staff members including but not limited to interviewing, hiring/recommending for hire, scheduling, training, evaluating, coaching, and counseling.

• Serve as Event Coordinator for all major system events/outages.

• Resolve and assist Support Center staff with resolving the majority of calls at first point of contact through the use of a knowledge base and other knowledge tools.

• Escalate problems to second level support areas as appropriate.

• Analyze alarm conditions presented by various internal management systems; perform triage efforts to assist in troubleshooting the affected application(s)/infrastructure(s).

• Effectively use appropriate tracking, metrics, and reporting systems to manage, report, and escalate issues.

• Ensure that all work is consistently executed in accordance with established P&Ps and applicable regulatory requirements.

• Keep staff informed about activities, problems, P&Ps, and the like.

• Actively participate in meetings.

• Work with staff to maintain an up-to-date knowledge base.

• Ensure proper prioritization for shift flow.

• Keep management informed about activities and problems; provide input into support operations and processes; assist in the development and management of P&Ps; assist in the development of associated training for Support Center staff.

• Prepare reports as prescribed and/or requested.

• Perform all duties in strict accordance with Company, departmental, and regulatory guidelines and levels at all times while meeting or exceeding established service levels and expectations.